Care Coordinator

Join Our Talent Pool!

The AfroCentric Group is continuously on the lookout for individuals with expertise in the field indicated above. As part of the ongoing efforts to ensure the streamlined talent acquisition process, we are looking for a motivated, talented, and diverse team to make a meaningful impact to submit their applications. The qualifying candidates will be subjected to a fair Screening Process, Talent Pool Questionnaire and Pre-Employment Background Verifications.

Job Description

Deliver and enable excellence in all service moments to all stakeholders (Members, Providers, Employer groups, Intermediaries, Schemes). Personalised clinical servicing through the Omni channel experience focusing on the overall care quality of interaction between our customers and the brand. Provide holistic care that is personalised and accessible, managing the care journey end to end. Commit to our service care charter striving to continuously make a positive difference. This role involves following procedures and collaborating with peers and leaders to ensure optimal service delivery. It requires maintaining legal, statutory, and regulatory compliance, adhering to operational risk and governance frameworks, and taking necessary actions to address issues. The candidate will contribute to departmental cost savings to meet financial goals and work with team members to achieve delivery objectives, resolve operational issues, and support delivery targets. Staying updated with operational changes due to external influences, delivering to meet operational quality standards and departmental priorities, and following best practices are essential. The role also includes performing within Human Capital frameworks and policies, engaging in development, coaching, and mentoring, supporting transformation by valuing diversity, and aligning behavior with Afrocentric values. Additionally, maintaining active and informative relationships with customers and stakeholders, and addressing complaints according to policies and procedures to ensure stakeholder buy-in, are key responsibilities.

Experience and Qualifications

• 2 years Managed Healthcare Operations experience
• 3 years Clinical experience
• Registered Pharmacist/Nurse or other healthcare professional. Relevant and active registration with regulatory body

Generic Objectives

1. Manage Care Service Requests:
   - Service all key stakeholders in the moment across all servicing channels as required until the clinical service request has been resolved.
   - Educate stakeholders on self-help digital servicing tools.
   - Connect with your customers (all stakeholders) across all channels, enabling an intuitive experience bringing across our brand authentically.
   - Provide a seamless, progressive and holistic approach, understanding the customer’s needs.
2. Manage Authorisations:
   - Manage and or validate the customer’s authorisations needs with care, understanding and empathy.
   - Care holistically for the patient journey.
3. Manage Cases:
   - Manage clinical cases enabling a holistic personalised intervention. Care holistically for the patient and their support structure journeys.
4. Manage Excellent Experiences:
   - Provide accurate and consistent information, meeting all quality standards and measures.
   - Deliver excellence in customer satisfaction.
   - Strive to identify areas of improvement and sharing of ideas with your team.
   - Collaborate with all teams to enable peer to peer learning.
5. Drive Brand Loyalty:
   - Be a brand ambassador, allowing the brand presence to be felt as an extension of the experience.

Knowledge

• Health Care Environment and Facilities
• Health legislation and regulatory
• Customer preferences and personality styles
• Customer service operations
• Application of service processes
• Health Care Industry